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ICT for a Better Life and a Better World pp 313–322Cite as

Online Consumer Reviews in the Hotel Sector: Why and How to Answer?

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Part of the book series: Lecture Notes in Information Systems and Organisation ((LNISO,volume 30))

Abstract

This research aims to analyze the practices of the online review management by hotels. Little research has been done so far on the responses to online reviews by the hotels and on their impact on actual and potential clients. Expert face-to-face interviews have been realized with hospitality and social media professionals in France in 2015–2016, completed by an analysis of two online review web sites (TripAdvisor and Booking.com). The results show differences existing in the online review responding practices: from a simple monitoring without response to a regular policy of response to all reviews. Several factors could explain these differences, such as belonging to a hotel chain, hotel category, financial and human resources dedicated to customer service, or the responsibilities of the staff. The results could help the hotel managers in their practice of answering the online reviews and any other organization dealing with customer reviews.

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Author information

Authors and Affiliations

  1. PRISM, Université Paris 1 Panthéon-Sorbonne, 17 Rue de La Sorbonne, 75005, Paris, France

    T. Pekarskaia Dauxert

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  1. T. Pekarskaia Dauxert
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Correspondence to T. Pekarskaia Dauxert .

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Editors and Affiliations

  1. Department of Computer Science, Sultan Qaboos University, Muscat, Oman

    Youcef Baghdadi

  2. Business Department, Paris Nanterre University, Nanterre, France

    Antoine Harfouche

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Pekarskaia Dauxert, T. (2019). Online Consumer Reviews in the Hotel Sector: Why and How to Answer?. In: Baghdadi, Y., Harfouche, A. (eds) ICT for a Better Life and a Better World. Lecture Notes in Information Systems and Organisation, vol 30. Springer, Cham. https://doi.org/10.1007/978-3-030-10737-6_20

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